Merchant Terms and Conditions

1 Definitions

• "App" means the Trendgo merchant app and dashboards.
• "Orders" are purchase orders placed by customers through Trendgo.
• "Delivery driver" means the person who delivers the order: either your own driver or a Trendgo captain, depending on the delivery model.
• "Service fees" are the commissions and charges stated in the joining form or the price list.
• "Settlements" are the amounts due to the merchant after fees, taxes, adjustments, reserves and any offsetting.

2 Scope and nature of the relationship

Trendgo operates a platform that connects customers, delivery drivers and merchants. The parties are independent; nothing here creates an employment, agency, franchise or partnership relationship. Unless stated otherwise, the relationship is non-exclusive.

3 Account, business details and access

You must provide accurate business and licensing information, keep the required permits valid, and protect your login details. You control your employees' access and are responsible for their actions in the app.

4 Merchant obligations

• Compliance and quality: follow applicable laws (consumer protection, food and health standards, advertising, electronic transactions) and hold the required sector permits.
• Menu and pricing: keep items, prices, taxes and availability accurate and up to date, honour accepted orders, and issue proper receipts where needed.
• Packaging and handover: pack orders securely, use tamper-evident seals for food where possible, and have orders ready on time.
• Prohibited goods: do not list goods that are illegal, dangerous or restricted by law or by Trendgo rules.
• Customer service: handle problems professionally and cooperate on refunds and returns as set out in these terms.
• Good faith: do not exploit errors, app behaviour or operational weaknesses, and report any weakness you discover immediately and stop using it.

5 Order flow, acceptance and cancellation

You use the app to accept or reject orders, set preparation times and manage availability. Cancellations should be exceptional (for example, an item is out of stock). Repeated delays or unjustified cancellations may lead to the measures described in the platform integrity section below.

6 Fees, taxes and invoices

• Service fees: as stated in the signed price list or the table inside the app. They may be updated after we notify you.
• Taxes: taxes and VAT on your goods are your responsibility, and you issue invoices where required. We may add taxes to our own fees where applicable.
• Adjustments: settlements may be adjusted for refunds, offers funded by you, or agreed marketing contributions.

7 Returns, refunds and customer solutions

Trendgo may reasonably offer customers a solution for missing, incorrect or poor-quality items, or for service failures. Refunds or returns caused by a merchant error may be charged to the merchant or offset against settlements. You must keep evidence (order slips, CCTV footage if available, proof of handover) for 3 to 7 years and provide it on request.

8 Payments and settlements

• Payment: you are paid the net amount after service fees, adjustments, refunds, reserves and offsetting, according to the cycle shown in the dashboard or the price list.
• Precautionary holds: during an investigation, or based on risk indicators (such as high refund rates or unresolved verification issues), we may hold funds. They are released once the risk is cleared or the investigation is closed.
• Negative balances: they are due immediately and may be collected by offsetting against future settlements.

9 Delivery and logistics

Depending on the setup, delivery is made by (1) your own drivers, (2) Trendgo captains, or (3) a hybrid of both. Follow the handover procedures and safety rules, and note that ratings apply. You must not encourage Trendgo captains to leave the platform.

10 Marketing, visibility and branding

Trendgo may feature your business or run campaigns at its discretion, with clear funding rules. You grant Trendgo a non-exclusive, royalty-free licence to use your name, listings, images and content to operate and promote the service. Misuse of the Trendgo name or logo is prohibited.

11 Data, privacy and security

Please read the Merchant Privacy Policy. You must protect your login details and devices, follow reasonable security requirements, and tell us without undue delay about any security incident that affects the service.

12 Fraud prevention and good faith

The following conduct is prohibited (the list is not exhaustive):

• Fake, duplicate or self-funded orders; manipulating order status; manipulating prices or incentives.
• Collusion with drivers; misdescribing items or under-delivering.
• Falsifying identity or documents; evading sanctions; money laundering.
• Spam or harassment through the app's channels.

Cooperation: on reasonable notice you must provide order records, staff lists, preparation and return records, inventory proof, reconciliations, handover evidence and relevant camera footage. We may carry out remote checks such as data reviews and test orders.

Our measures: we may reasonably limit features or order sizes, apply reserves, hold, delay or refund settlements, offset outstanding amounts (refunds, penalties, card-network claims, investigation outcomes), and suspend or terminate accounts.

13 Platform integrity and changes

We may change features, apply trust and safety controls, or carry out maintenance. We try to avoid material negative impact and will notify you whenever possible.

14 Term, renewal and termination

The initial term is 12 months and renews automatically for further 12-month periods unless either party gives written notice at least 30 days before expiry. After the initial term, either party may end the agreement without cause with 30 days' notice. We may suspend or terminate immediately in cases such as fraud, illegal activity, tampering with data, repeated high-risk behaviour or refusing to cooperate in an investigation.

15 Effects of termination

On termination your store is removed from the app, existing rights are preserved, outstanding amounts (including reserves and legitimate offsetting) are settled, and confidential materials are returned or deleted as appropriate.

16 Confidentiality

Non-public information remains confidential. It may be used only for the purposes of this agreement, must be protected with reasonable measures, and may be disclosed only when required by law (with notice where permitted).

17 Warranties

Each party confirms it has the legal capacity and authority to enter this agreement. The merchant also confirms that it complies with the law, that its menus and prices are accurate, that its food is of good quality and safe, and that its content does not infringe anyone's rights.

18 Indemnification

The merchant will compensate and hold harmless Trendgo, its officers, employees and partners against losses, penalties or claims arising from the merchant's breach, fraud or illegal activity, bad-faith conduct, product defects or non-compliance with regulations, including claims from card networks and payment partners.

19 Limitation of liability

To the extent permitted by law, Trendgo's total liability is limited to the service fees paid to Trendgo in the six months before the claim. This limit does not apply to death or bodily injury caused by negligence, willful misconduct, non-payment, or the merchant's indemnification duties. Indirect, consequential and punitive damages are not covered.

20 Compliance

Compliance with anti-corruption, anti-money-laundering and sanctions or export-control laws is mandatory. We may vet businesses and their authorised representatives. Facilitation payments are prohibited.

21 Governing law and dispute resolution

This agreement is governed by the laws in force in the Syrian Arab Republic.

22 Force majeure

Neither party is liable for delay or failure caused by events beyond its control (such as network outages or disasters), except for payment obligations that have already fallen due.

23 Assignment

You may not transfer your rights under this agreement without our consent (which will not be unreasonably withheld). We may transfer ours to affiliates or as part of a restructuring or transaction.

24 Notices

Notices are sent by email to the address you gave when joining and/or through the dashboard. Please keep your contact details up to date.

25 Language, entire agreement and survival

This agreement is issued in Arabic and English. If they conflict, the Arabic version prevails. These terms, together with the referenced price list and policies (privacy, fees, prohibited goods and marketing rules), form the entire agreement and replace all earlier ones. The provisions on payments, confidentiality, intellectual property, indemnification, liability, compliance and dispute resolution survive termination.